IT Specialist

Overview

MasTec Communications Group is a leading national infrastructure construction company operating throughout the United States.

MasTec Communications Group performs both wireline and wireless communication services on a national scale. We are experts in cell tower construction, RF engineering, broadband fiber optic cable installation, OSP engineering, wireline construction, and emergency maintenance services.

At MasTec you’ll be joining a family, where we are dedicated to supporting each other and building an atmosphere of teamwork. As part of our team, your opportunities are limitless.

Responsibilities

The IT Specialist is responsible for responding to inquiries and requests for assistance with the organization's computer systems and/or peripherals.

TECHNOLOGY SPECIALIST I

Summary

Responds to inquiries and requests for assistance with the organization's computer

systems and/or peripherals. Identifies, analyzes, troubleshoots and resolves problems

with the aim of eliminating recurrences and reducing calls to the service desk.

Coordinates with other Information Technology teams to resolve problems if necessary.

Support hours for the service desk are between 8:00 AM and 9:00 PM. Provides

support and a central point of contact for standard software and hardware defined in the

current Information Technology Services (ITS) Products and Services.

DUTIES AND RESPONSIBILITIES

• Incident analysis and resolution
• Logs all service desk calls or email requests into Incident Management System

(ServiceNow), assign, update, and resolve incident as needed.

• Analyzes and resolves incidents with a goal of 90% First Call Resolution.
• Supports at a minimum Microsoft Office, Windows OS, and Remote Access.
• Direct Service Desk Requests
• Completes requests for Password Resets, User Provisioning, Software requests

and implementation, printer mapping and support

• Logs all service desk email requests into Incident Management System

(ServiceNow)

• Incident prevention and continuous process improvement (when time permits)
• Investigates causes, tests solutions, and puts solutions in place to reduce calls to

the service desk.

• Fixes causes, not just solutions. Works to eliminate recurring issues and reasons

to call.

• Promotes effective use of technology.
• Watches for trends that indicate potential incidents and then escalates the issues

or concerns before they happen.

• Customer Service
• Must learn to think of the customer as the most important part of the job.
• Involves dealing with and/or responding positively to complaints, problems, and

sometimes negative and emotional behavior.

• Promotes a professional service desk image and sells the value of the service

desk.

• Understanding service desk priorities and objectives and taking an active role in

accomplishing these objectives.

• Participates in other I&O teams
• Reviews ITS Morning Meeting results and upcoming changes with the goal of

knowing what is going into production and what could cause problems. Tries to

identify possible problem areas or communication needs.

• Passes feedback from customers on to the End User.
• Communication
• Keeps peers and End User/Alt End User informed of trends, significant problems,

unexpected delays and anything new in the environment.

• Keeps customers informed of global problems, scheduled downtime or anything

that affects the computing environment.

• Keeps customers informed of progress on problems that cannot be resolved on

first call.

• Training
• Keeps current on all the technology used in the environment supported.
• Takes training that continues to develop interpersonal skills.

REQUIRED QUALIFICATIONS

Degree in Information Systems or related field, or equivalent combination of education

and experience or have completed a Microsoft Certified Professional (MCP), CompTIA

A+, CompTIA Network+ or any Desktop Computer/IT Support Certification.

They must have 3 years’ work experience in an IT support function or a customer

service oriented, call center environment as well as In-Person support. Candidate must

demonstrate knowledge and abilities in the following:

• Focus – The ability to remain focused on what is important to the business despite

distractions. Commitment to team/department/company; understanding the service

desk’s role in the company.

• Problem Solving – The ability to identify and resolve problems quickly and

effectively. Understands entire process from logging to informing customer solution

is in place; knows when to escalate; implements solutions not fixes.

• Proactive Thinking – The ability to take initiative to make improvements. Anticipate

customer needs; looks for ways to make things better for the customer, to eliminate

recurring problems, calls, is constantly learning.

• Communication – Speaks clearly and persuasively in positive or negative

situations. Listens and gets clarification of requests. Responds well to questions.

Ability to interact and communicate clearly in English with people over the telephone,

often in stressful situations. Writes clearly and informatively. Edits work for spelling

and grammar.

• Customer Skills – The ability to interact with customers in a polite and professional

manner. Regards customer as most important part of job; respectful of customers

and manages difficult or emotional customer situations. Responds promptly to

customer needs and requests for service and assistance.

• Professionalism – Uses time efficiently. Approaches others in a tactful manner.

Treats others with respect and consideration regardless of their status or position.

Accepts responsibility for own actions.

• Teamwork - Contributes skills and capabilities to achieve the team’s goals. Is

receptive to new ideas, builds strong working relationships and values diversity.

Encourages and gives credit to others for their contributions and puts the attainment

of team goals ahead of individual objectives. Ability to assist service desk agents

and makes self-available to Management and others.

• Flexibility - Performs a wide range of tasks, responding to changes in direction and

priorities. Accepts new challenges, responsibilities and assignments. Works outside

of ordinary routine. Views problems or business situations from both own as well as

another’s perspective. Adjusts to multiple demands and satisfying priorities. Utilizes

new and unique methods to resolve issues. Possesses versatility demonstrated

through performance and/or some experience in multiple skill sets.

• Team/Company Fit – Absolutely always on time; enjoys working in a very casual

environment in terms of relationships and communication; willing to work over time;

doesn’t need any hand holding.

• Technical– The ability to learn technical product information quickly and accurately.

Working knowledge of:

• Office
• Microsoft Exchange/Intune
• Windows 10/11
• Remote Access (VPN/SecurID)
• Smart phones
• Password Administration
• Hardware Diagnostics
• Data Network Fundamentals
• Intranet
• ServiceNow
• Required

Physical demands

While performing the duties of this job, the employee is occasionally required to sit; use

hands to finger, handle, feel objects, and type on keyboard; reach with hands and arms;

talk and hear. Specific vision abilities required by the job include close vision, distance

vision, peripheral vision, depth perception, and the ability to adjust focus. Reasonable

accommodations may be made to enable individuals with disabilities to perform the

essential functions. Technicians will be required to provide hands-on technical

support. This includes providing desktop support install, move and configure computer

and peripheral equipment. Technician is required to be able to lift fifty-pounds above

their waist.

Work environment

While performing the duties of this job, the employee will have a cubical exposed to

normal noise level in the work environment.

Work Hours

A forty (40) hour work week is scheduled. Standard work schedule is 8 hours/day, five

days a week, Monday – Friday, On-Call Support is after hours every 10 weeks for 1

week. Work week excludes Federal holidays observed by MasTec. Each work day

has a 1- hour lunch. Overtime may be needed when requested and approved by

management.

Area Security Access

A background investigation is required.

Performance Requirements

Analyst must achieve at least 95% Start Time by being logged on the phones and in

“Ready” mode within 5 minutes of their start time or return from breaks. After one-month

training period analyst must be able to resolve 90% of calls handled. Analyst must

maintain good customer service by not receiving more than 1 complaint per month.

Qualifications

About You:

• You have a track record of completing work with a high level of quality
• You have a knack for figuring out hard problems and enjoy a hands-on approach to your work
• Are proficient in Microsoft Office suites
• Have excellent oral and written communication skills
• Have excellent time management, organizational planning, and problem-solving skills
• You follow instructions, respond to management direction, and keep commitments
• Strong leadership and project management skills
• Able to manage, establish, and communicate clear goals and objectives

Hard work pays off. See what you’ll get for your effort:

Financial Security

Compensation of $24- $25 per hour, depending on the experience.

• 401(k) with company match
• Employee Stock Purchase Plan (ESPP)
• Life insurance
• Short-term and Long-term disability

Health and Wellness

• Medical, dental, and vision insurance
• Dependent care and medical flexible spending accounts
• Employee Assistance Program (EAP)

Work/Life Balance

• Paid time off
• Paid holidays
• Family and medical leave
• Paid sick time

We meet your commitment with competitive pay and benefits. If this sounds like you, let’s talk. Build your career with MasTec!

MasTec, Inc. is an equal employment opportunity employer. The Company's policy is not to unlawfully discriminate against any applicant or employee on the basis of race, color, sex, sexual orientation, gender identity, religion, national origin, age, disability, genetic information, military status, or any other consideration made unlawful by applicable federal, state, or local laws. The Company also prohibits harassment of applicants and employees based on any of these protected categories. It is also MasTec's policy to comply with all applicable state, federal and local laws respecting consideration of unemployment status in making hiring decisions.

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